Unfair Late Payment Fee & Unauthorized Debit – Extremely Disappointed

I am extremely disappointed with the service I have received from Telkom.

My debit order was scheduled to go off on the last day of the month but Telkom failed to debit my account. As a result, the payment reflected as unpaid. I had sufficient funds available in my account at the time and was even willing to provide my bank statement as proof.

Instead of resolving their error, I was informed that I would be charged a late payment fee of R280. This is completely unfair as the failed debit was not my fault.

For two weeks I contacted Telkom’s customer care line trying to resolve this issue. I spoke to three different agents and requested:

The account number so I could manually make the payment.

A manager to call me back.

To date I have not received the requested account details nor a call back from a manager.

To make matters worse, while I was going about my business on Saturday Telkom debited R280 from my Capitec account mid-month without proper communication. I would like to know why I am being debited outside of the agreed debit date.

I have been a loyal Telkom customer for years. I previously had a contract with them which I paid up in October and I am currently on a SIM-only contract paying R130 per month. The service I have received is unacceptable.

I am requesting:

A full refund of the R280 penalty fee.

A clear explanation for the mid-month debit.

Proper communication and resolution of this matter.

If this issue is not resolved urgently, I will be cancelling my contract and will not be recommending Telkom to others.